Refund policy

Last updated: 1 September 2026

At Tristan Jade Streetwear, we want you to be happy with your purchase. This policy explains our voluntary returns and exchange process as well as how we handle incorrect, damaged or defective products.

Nothing in this policy is intended to remove or restrict any rights you may have under applicable South African consumer law.

1. Our 14-Day Return & Exchange Period

For eligible purchases, Tristan Jade Streetwear offers customers a 14-day return and exchange period for change-of-mind and sizing-related requests.

You must contact us within 14 days of receiving your order to request a return or exchange.

This 14-day policy is an additional customer service offering and does not replace or restrict any statutory consumer rights.

2. Change of Mind

If you simply change your mind about a purchase, you may request a return within our 14-day return period, subject to the conditions below.

The item must be:

Unworn;
Unwashed;
Unaltered;
Free from stains;
Free from makeup, deodorant, perfume or other marks;
Free from excessive odour;
Free from pet hair or other contamination;
Free from damage caused after delivery;
Have its original tags attached where applicable; and
Be returned in its original packaging where reasonably possible.

We reserve the right to inspect returned products before approving a voluntary change-of-mind return or exchange.

3. Incorrect Size Ordered

If you ordered the wrong size, you may request an exchange within the 14-day return period, provided the product meets the condition requirements above.

An exchange is subject to availability.

If the requested replacement size is unavailable, we may offer an alternative solution, including a refund where appropriate.

For voluntary size exchanges, the customer is generally responsible for the cost of returning the original product to us and any applicable delivery cost for sending the replacement, unless we agree otherwise.

4. Incorrect Product Sent by Tristan Jade

If we sent you the wrong product, colour or size due to an error on our part, please contact us as soon as possible.

We will take responsibility for the reasonable return and replacement process and will not expect you to pay return shipping for an error caused by Tristan Jade Streetwear.

5. Damaged or Defective Products

If your product arrives damaged or is defective, please contact us as soon as reasonably possible.

We may ask for photographs or other information to help us determine the nature and cause of the issue.

Where applicable South African consumer law requires a repair, replacement or refund, we will provide the appropriate remedy.

Nothing in this policy limits statutory rights relating to defective goods.

6. Product Damage Caused After Delivery

Our voluntary change-of-mind return policy does not cover products that have been damaged through misuse, neglect, improper washing, improper care, alteration or other damage caused after delivery.

This does not affect any statutory rights that may apply where the issue is a qualifying defect or other matter covered by consumer law.

7. Sale and Final-Sale Products

Products specifically identified as "Final Sale" may be excluded from our voluntary change-of-mind return and exchange policy.

However, final-sale wording does not remove any statutory rights that apply to defective, unsuitable or otherwise legally returnable goods.

8. How to Request a Return or Exchange

Email: tristanjadestreetwear@gmail.com
Telephone: +27 (67) 205 2331

Please provide:

Your name;
Order number;
Product you wish to return/exchange;
Reason for the request; and
Photographs where relevant.

Do not send a product back before receiving return instructions from Tristan Jade Streetwear.

9. Return Address

Returns should be sent or delivered to the stated address provided by Tristan Jade Streetwear once approved.

10. Return Shipping

For voluntary change-of-mind or wrong-size returns, the customer is generally responsible for the cost of returning the product to us.

Where the return is due to an error by Tristan Jade Streetwear or where applicable law requires us to bear the cost, Tristan Jade Streetwear will cover the appropriate return costs.

11. Refunds

Where a refund is approved, we will process the refund to the original payment method, where reasonably possible.

The time taken for the funds to appear in the customer's account may depend on the payment provider or financial institution.

If you believe a refund has not been received within a reasonable period, please contact us.

12. Exchanges

Where an exchange is approved, we will try to provide the requested replacement product or size, subject to availability.

Depending on the circumstances and stock availability, we may instead provide a refund and require a new order to be placed.

13. Inspection of Returned Products

All returned products may be inspected before a voluntary return, exchange or refund is approved.

We may decline a voluntary change-of-mind return or exchange where the product has been used, washed, damaged, altered, stained or otherwise returned in a condition that does not comply with the requirements of this policy.

This does not affect statutory consumer rights.